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How to use SLAs rules

Service Level Agreements (SLAs) help manage customer expectations and keep your team accountable for timely responses. Drag helps you improve time management to optimize response times even if you don't have formalised SLAs with clients, using a combination of features, from automations to reports.

1. Create tags and/or workspaces

You can make use of tags and workspaces to help with visualization or escalation of conversations running on SLAs.

A few examples include:
A tag '⚡ Upcoming' for conversations with applicable SLAs.
A tag '⚠️ Due soon' for conversations that are near due.
A tag '🔥 SLA breach' for conversations that are overdue.
Similarly, if you prefer to keep conversations based on SLAs in separate workspaces than the rest, you can create equivalent Workspaces for the statuses above.

You can then create automation rules to automatically apply those tags or move cards to those workspaces according to your specific SLA policies.

2. Create automation rules

Create automation rules using a combination of the actions "apply tag", "move to", "send notification" or "assign to" depending on how you want to handle those conversations.

For example, if your goal is to reply to incoming emails from a specific customer within 2 business hours:

In the When section, select Card Received

Note that rules using the "Card received" trigger will only be applied to new emails received (ie. not applied to responses to existing threads).

In the On section, select the workspace where the rule will be applied to.
In the If section, input the information about the customer (eg. email sender domain contains
In the After section, select the reply time goal. The time can be set in minutes, hours or days. Select the checkbox 'if no reply' and the checkbox "within business hours" if you want the time to be tracked just during business hours. Make sure the business hours for a workspace are defined before the automation rule is created.

You can also adjust your workspaces' business hours (Pro plan only).

In the Then section, select the actions Apply tag with the applicable tag, Send notification to specific users that should be notified (eg. assignee, team manager), and Move to (optional) if you want those cards to move to a specific workflow.

2. SLA-based reminders

You can also use custom notifications to send SLA reminders to the relevant users when there's an SLA breach or even before a conversation is due.

In the example above in which you aim to reply to emails within 2 business hours, you can send a reminder to the assignee or specific users when 1 business hour has passed.

A real time notification will be sent to the users, bringing those conversations to their attention:

3. Manually triggered time-based rules

You can also trigger time-based rules with specific actions you make on boards (eg. by applying a tag or assigning to someone). To do that, just change the When trigger in the automation rule.

4. Reports

You can monitor SLA performance centrally or by workspace using tag reports. Just filter the workspace and specific tag you are looking to assess.

Still have questions? Our team will love to help at

Updated on: 02/05/2024

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